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- Tasks: Deliver exceptional customer service and manage repairs at the Lifetime Service Centre.
- Company: Join a leading luxury brand known for its commitment to quality and sustainability.
- Benefits: Gain valuable experience, work in a dynamic environment, and enjoy a supportive team culture.
- Why this job: Be part of a brand that values experience and innovation while making a real impact.
- Qualifications: Strong communication skills and a passion for customer satisfaction are essential.
- Other info: Embrace a culture of inclusivity and sustainability while driving your own learning.
The predicted salary is between 30000 - 42000 £ per year.
The Role: Deliver a professional, seamless, and proactive service for customers using the Lifetime Service Centre. Ensure items for repair and the Mulberry Exchange are processed and resolved in accordance with department processes and procedures. Embody the Mulberry Mindset ethos of ‘experience over everything’ ensuring that all tasks are completed meeting departmental targets and reflecting the integrity of the brand.
Duties & Responsibilities:
- Ensure all incoming items for repair or the Mulberry Exchange are processed and booked in accurately to meet the department targets.
- Identify the item that has been returned and ensure that the necessary work that is required is recognised and all necessary paperwork is completed.
- Provide clear and concise communication to all Mulberry customers sharing the quotation for the item, outlining the lead-time and addressing any questions or concerns they may have no matter the origin.
- Be aware of the department targets to ensure they are met or exceeded consistently.
- Move items across the department ensuring they are stored securely and easily identifiable.
- Actively work to provide expert recommendations and discuss alternative options or services with customers.
- Establish and maintain strong working relationships with key stakeholders to ensure that all customer interactions are memorable, and the department drives customer satisfaction.
- Process exchanges and credit internal accounts for items that are processed under warranty guidelines.
- Take payments for the work completed and correctly support the despatch of the item to the relevant customer or store.
- Identify and highlight any trends and report them accurately to the Aftercare Leader.
- Support the Aftercare Inbound & Outbound Coordinator as and when required.
- Always strive to achieve positive outcomes with a solution-driven mindset.
- Always drive the Mulberry Mindset ethos.
- Drive innovation within the department.
Skills and Knowledge Required:
- Ability to understand and identify items understanding the route they need to follow.
- Effective communication skills – verbal and written.
- Ability to prioritise and be flexible depending on the needs of the department.
- Be resilient and able to stay calm.
- Maintain a friendly and positive can-do attitude.
- Ability to work to targets, meet them and support the department to exceed them.
- Be confident in dealing with customer queries no matter the enquiry origin.
- Motivated to deliver a memorable experience to all customers.
- Enjoy being part of a team.
- Ability and desire to drive your own learning and maintain a good understanding of Mulberry products, current and previous seasons as well as the Lifetime Service Centre as a whole.
Culture:
- Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit.
- Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
- Act as an ambassador for Mulberry and communicate positively about the brand.
Sustainability:
- As a certified B Corp business, it is important to incorporate environmentally responsible practices into your work wherever possible.
- Support the businesses ‘Five C’s’ strategy in addressing and improving Climate, Cultivation, Craft, Culture and Circularity.
- Promote a greener, more sustainable future.
- Support to foster an environment where diversity is embraced and all individuals feel valued, respected and included.
- Promote equity, empathy and understanding and demonstrate this commitment within your internal and external communities.
Aftercare Expert (6 month contract) employer: Mulberry
Contact Detail:
Mulberry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Aftercare Expert (6 month contract)
✨Tip Number 1
Get to know the company inside out! Research Mulberry's values, products, and culture. This way, when you chat with them, you can show off your knowledge and passion for the brand.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers, being clear and friendly is key. Try role-playing common customer scenarios with a friend to boost your confidence.
✨Tip Number 3
Show your problem-solving skills! Think of examples where you've turned a negative situation into a positive one. This will demonstrate your solution-driven mindset that Mulberry values.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the team and ready to embrace the Mulberry Mindset.
We think you need these skills to ace Aftercare Expert (6 month contract)
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us know how much you love delivering top-notch customer service. Share any experiences where you've gone above and beyond to help a customer, as this aligns perfectly with our ethos of ‘experience over everything’.
Be Clear and Concise: We appreciate straightforward communication, so make sure your application is easy to read. Use clear language and structure your thoughts well. This will show us that you can communicate effectively, which is key for the Aftercare Expert role.
Highlight Your Team Spirit: Since we value teamwork, mention any experiences where you've collaborated with others to achieve a common goal. This will demonstrate that you’re not just a lone wolf but someone who thrives in a community-oriented environment.
Tailor Your Application to Us: Make sure to customise your application to reflect our values and the specific requirements of the Aftercare Expert role. Check out our website for more details about what we do and how you can contribute. We want to see how you fit into our Mulberry family!
How to prepare for a job interview at Mulberry
✨Know the Mulberry Mindset
Before your interview, make sure you understand the Mulberry Mindset ethos of ‘experience over everything’. Think about how you can embody this in your responses, showcasing your commitment to customer satisfaction and proactive service.
✨Demonstrate Effective Communication
Prepare to discuss your communication skills, both verbal and written. Think of examples where you've successfully handled customer queries or concerns, and be ready to explain how you ensure clear and concise communication.
✨Show Your Problem-Solving Skills
Be ready to share specific instances where you've identified trends or issues and proposed solutions. This role requires a solution-driven mindset, so highlight your ability to stay calm under pressure and find effective resolutions.
✨Emphasise Teamwork and Flexibility
Since this position involves working closely with others, prepare to talk about your experience in team settings. Share examples of how you've adapted to changing priorities and supported your colleagues to meet departmental targets.